Job Summary

The Subject Matter Expert in Tools & Automation plays a critical role in ensuring the timely resolution of escalations and incidents while adhering to quality standards and service level agreements (SLAs). This position emphasizes efficient analysis and fosters positive customer experiences through proactive communication and documentation. The expert will leverage their skills in Python and PowerShell to enhance automation processes and mentor team members, contributing significantly to operational excellence.

Key Responsibilities

1. Analyze Escalated Tickets And Incidents Using Python And Powershell Scripts To Ensure On-Time Resolution And Compliance With Quality Standards As Per The Sla.
2. Mentor Team Members On Best Practices In Automation And Scripting, Developing And Maintaining Standard Operating Procedures (Sops) To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans By Using Powershell For Automation Testing And Ensuring Human Error Compliance While Participating In Capacity Planning Discussions.
4. Engage In Customer Meetings To Gather Feedback And Address Any Issues, Utilizing Python To Generate Reports That Facilitate Understanding And Enhance Customer Satisfaction.
5. Conduct Root Cause And Trend Analyses Using Python Data Analysis Libraries To Validate Findings And Prepare Insightful Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. Proficient In Python For Automation And Data Analysis.
2. Strong Skills In Powershell For Scripting And System Management.
3. Excellent Analytical And Problem-Solving Abilities.
4. Effective Communication Skills For Stakeholder Interaction.
5. Familiarity With Incident Management And Sla Compliance.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Python Institute Certified Entry-Level Python Programmer (Pcep) (Optional But Valuable)